topic Re: O2 Won’t Blacklist IMEI in Tech Support

O2 Won’t Blacklist IMEI

Turner — Thu, 06 Apr 2023 05:26:31 GMT

Morning,

having had my phone lost on 25th March 23, I asked O2 blacklist the IMEI number on the 26th.

Over the past ten days they have provided me with ‘Proof of Usage’ three times and haven’t bothered to blacklist the IMEI number despite me specifically asking for it to be done for my insurance claim.

I phone customer services each day and get the same result, either no action and no response or email as promised or I get a ‘Proof of Usage’ and my IMEI is still active and not blocked.

I went to an O2 store yesterday and I couldn’t have been treated worse, the manager couldn’t be bothered and hid in the back office. They said they had no paper to print a letter for me. They said they couldn’t backlist an IMEI and worse of all they wouldn’t phone customer services for me because the staff at O2 said they were crap and I quote ‘do their head in’.

I was laughed at and told good luck getting in contact with customer services. I then yesterday spoke to someone at customer services who promised to blacklist it as O2 had made a mistake with the paperwork on the 26th.

Suprise Suprise, no response today no email. No follow up and no blacklisting active as promised.

The second I get this issue resolved I’ll be leaving O2 the customer service is the worst I’ve ever experienced.

Re: O2 Won’t Blacklist IMEI

pgn — Thu, 06 Apr 2023 05:35:45 GMT

Did you report your phone as stolen, @Turner?

You should not have to ask for the IMEI to be blocked, that happens automatically as the Lost or Stolen Bar is applied by O2 when they receive your report. They will also give you a letter for your insurance if you ask when you make your report about the stolen phone. Good luck!

Re: O2 Won’t Blacklist IMEI

Turner — Thu, 06 Apr 2023 05:43:33 GMT

Thanks for the tip, though I reported it as lost the next day (26th March). By phoning customer services and explaining it was lost the night before.

Though they have still not blacklisted the handset and I am banging my head against a wall trying to get them to do this.

Re: O2 Won’t Blacklist IMEI

Turner — Thu, 06 Apr 2023 06:07:37 GMT

It’s 7am, I open the live chat function to speak to an advisor. And they are all too busy for me to be connected, seriously O2’s customer service is a laughing stock.

Re: O2 Won’t Blacklist IMEI

pgn — Thu, 06 Apr 2023 07:03:35 GMT

@Turner - There are 3 options just below this post for contact via Social Media as well as the numbers given in the link I shared earlier - Live Chat are not the best-equipped for anything off-script, sadly - so please use one of the support options already provided to clarify with O2. As for blacklisting, how do you know it has not been blacklisted? O2 will di a number of actions upon receipt of a valid "Lost or Stolen Phone" call or contact, and your exposure to call costs from the phone stop on the date and time you log the phone as stolen or lost. I'll tag @O2Sarah- who is the advisor on today to help you with your concern - keep an eye open for a message from her here shortly. Good luck!

Re: O2 Won’t Blacklist IMEI

O2Sarah- — Thu, 06 Apr 2023 07:19:42 GMT

Thanks for the tag @pgn

@Turner I will send you a private message so we can check your account.

Re: O2 Won’t Blacklist IMEI

Turner — Thu, 06 Apr 2023 07:54:22 GMT

Thanks @pgn , Sarah has PM’d me so I’ll respond to that now. Cheers.

Re: O2 Won’t Blacklist IMEI

Turner — Fri, 07 Apr 2023 12:59:11 GMT

I’ve been supplied with yet another ‘proof of purchase’ which is useless for my insurers. O2 seem completely inept at being able to blacklist my IMEI number and provide me with sufficient evidence.

This has been going on for nearly 2 weeks now which is an absolute joke. I was promised confirmation yesterday which never arrived. They just sent me the same letter I’ve received 4 times.

Re: O2 Won’t Blacklist IMEI

Bambino — Fri, 07 Apr 2023 13:10:30 GMT

@O2MichaelE it appears that @Turner still needs some assistance.

Re: O2 Won’t Blacklist IMEI

pgn — Fri, 07 Apr 2023 13:15:07 GMT

Perhaps you need to discuss what exactly your insurers require with this afternoon's O2 Advisor, @O2MichaelE, @Turner - see if there is anything he can do. You can get a proof of ownership, which shows the IMEI, as many here on the Forum have been able to get this when asked by their insurance company. You can type "proof insurance" in the Forum Search bar to see what people asked for and what you need. I am also concerned about your insistence on proof of IMEI blacklisting, unless you had received a replacement phone with a different IMEI somehow, the one O2 have on file against your account will be what has been disabled, barred, when you went through the process. Good luck!

Re: O2 Won’t Blacklist IMEI

Turner — Fri, 07 Apr 2023 13:21:21 GMT

I don’t know why your concerned for me? That seems a very strange thing to say. It’s perfectly reasonable for me to request a simple letter my insurers have asked me to get. I have been on the phone to O2 for the past 40 mins. 3 times I got cut off whilst being passed to customer services and it looped back to the start of the call as if I just called. The fourth time this happened I’ve hung up.

I guess I’ll need to waste more of my time going to a physical store and simply refusing to leave till they give me what should be a very simple letter.

Utterly moronic company

Re: O2 Won’t Blacklist IMEI

Turner — Fri, 07 Apr 2023 13:23:55 GMT

Re: O2 Won’t Blacklist IMEI

pgn — Fri, 07 Apr 2023 13:26:08 GMT

This is a customer community forum, @Turner - all people like yourself, mainly, who use O2's services or who have used the service and wish to help.

However, you are at liberty to complain formally to O2, here's how: https://www.o2.co.uk/how-to-complain

Re: O2 Won’t Blacklist IMEI

Turner — Fri, 07 Apr 2023 13:28:33 GMT

I have no idea what this forum is. And to be honest it doesn’t concern me.

Im trying to contact O2 through any means necessary, seeing as after nearly two weeks all they have done is ignore me.

Re: O2 Won’t Blacklist IMEI

pgn — Fri, 07 Apr 2023 13:34:28 GMT

The ways were communicate, @Turner - https://community.o2.co.uk/t5/Tech-Support/O2-Won-t-Blacklist-IMEI/m-p/1612906/highlight/true#M32086

Your screenshot may help @O2MichaelE - but you may find your insurer and O2 will need to meet in the middle.

Keep a watch for the Private Message from the O2 Advisor on this afternoon, he's been tagged.

Re: O2 Won’t Blacklist IMEI

O2MichaelE — Fri, 07 Apr 2023 13:42:56 GMT

Hi @pgn , thanks for tagging me in

@Turner I'll DM you for more info, see what's been done so far and get a better idea of what you need.

Re: O2 Won’t Blacklist IMEI

Turner — Sun, 09 Apr 2023 22:27:01 GMT

As expected, absolutely no further forward. 14 days after my phone was lost and can’t even get a letter from O2.

They respond to these messages as lip service, with absolutely no intention of solving the issue. Not only are the O2 staff here absolutely inept, they are inexplicably backed up by the community.

But that’s Ok I’m only down £1,350 and O2 don’t seem to give a sh*t

Re: O2 Won’t Blacklist IMEI

pgn — Mon, 10 Apr 2023 07:25:55 GMT

If it is within the power of the O2 Advisors here on the Forum, @Turner - they will see your issue to resolution, if you work with them. I thought you were working with MichaelE previously, and due to bank holiday hours, you won't get an advisor until after 9am today, when @O2Sarah- is on duty.

Re: O2 Won’t Blacklist IMEI

pgn — Mon, 10 Apr 2023 13:14:41 GMT

And this afternoon, it is @O2Ryan on, @Turner

Perhaps Ryan can get you the proof of IMEI blacklisting that your insurer is asking for as described by that insurer below:

Good luck, and thanks, @O2Ryan.

Re: O2 Won’t Blacklist IMEI

O2Ryan — Mon, 10 Apr 2023 13:45:53 GMT

Thanks for the tag, ill send a private message over now.